Delivery

We can usually deliver to all areas of mainland UK for our
standard delivery charge of £4.99
(unless the item you have ordered says
"free delivery - UK mainland customers only").

Some items may incur an additional charge for Highlands and Islands and certain postcodes in Northern Scotland.
You will be contacted for additional payment should these charges apply to your order.
Please request a price for delivery to non-UK destinations by contacting us.

Plants have a delivery charge set by each nursery which may exceed £4.99, however
you will not be charged any extra delivery costs for additional items on your order.

Your order will be sent either by a delivery company such as DPD or smaller items by Royal Mail.
In most cases you do not have to wait in to sign for your delivery - if there's no-one at home when
we deliver we can usually leave items with a neighbour or in a safe place at our own risk.
In some cases, the delivery company will leave you a card to arrange a redelivery.

However, if you would prefer to sign for your goods you'll be given a chance in the checkout process
to leave any specific instructions that we will pass on to the delivery companies, although we cannot
guarantee they will always adhere to them. Please note that in some cases it may be impractical for
delivery companies to deliver to a specified point and may limit delivery to the kerbside.

Please call first if you're planning on visiting us to view, buy, or
return products, as we do not have showrooms and most items are held
at a number of different locations.

Returns - peace of mind guaranteed

We want you to be delighted with your purchases.

We fully comply with the Consumer Contracts Regulations, which give consumers buying on-line
the right to examine and test items at home as they would in a shop. Business customers do not have
this right.

So, if you're not happy with anything you've bought, simply let us know in writing (email is fine)
within 60 days of receiving the item, and
after having received a returns number send the item back to us for a full refund including
the standard cost of delivery.
This doesn't apply to bespoke or made-to-order items - see below.
We'll give you a complete refund including any standard cost of delivering the items to you (unfortunately,
we won't be able to refund any Next Working Day delivery charges if delivery was attempted on time).

As with returning items to a shop, it is your responsibility to arrange and pay for the return
of goods that have been correctly supplied and are not faulty.
We recommend that they are sent via an insured and signed-for service,
for which we've provided cost estimates
here.

"Made to order" or
"bespoke" items will usually be described as such on the website. In addition,
anything where you specify, for example a colour or size that is not described on the website
is considered "made to order". Unfortunately, "made to order" or "bespoke" items cannot be cancelled
or returned.

Please be aware that although most of our items are returnable, for reasons of hygiene we are unable
to accept back certain items of clothing like socks, unless returned unworn and fully repackaged
as received.

Please note that our hurdles and screening rolls are produced from naturally occurring timber.
As a result the colour may vary within batches subject to when and where the timber was sourced.
We therefore are unable to guarantee that colour will always be uniform.

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How quickly do you deliver?

Each item has an estimate of the delivery time in the product description beside the product
picture.

Next Day Delivery (also known as "Next Working Day Delivery")

Some of our products will automatically be delivered "Next Day" (delivery times are clearly
stated to the right of the picture of the product). If "Next Day Delivery" is not offered beside
a product, please call or email us - we may be able to help.

Any orders placed by the deadline shown will be delivered on the
next working day. Orders placed over the weekend will be delivered Tuesday. Whilst
we endeavour to ensure delivery times are met please note that circumstances beyond our control
may sometimes delay arrival. In the event of a late delivery, we will of course refund
any additional charge you have paid for next day delivery, however, late delivery does not
of itself entitle you to cancel your order.

Additional Next Day Delivery charges (when a delivery attempt is made on time) cannot be refunded
if you decide to return the goods.

What about Saturday delivery?

Saturday delivery is usually extra depending upon the product ordered. Please call us
on 0118 903 5210 or email
info@primrose.co.uk
for this service.

Same day despatch by first class post

Some products are marked "Same day despatch by first class post". Royal Mail say that 90%
of first class post deliveries will arrive next day and this matches our experience. Larger
orders for first class post items may be sent by carrier to ensure reliable delivery.

What if I order more than one item?

We have several warehouses. If you have bought more than one different item your
order may occasionally be sent in multiple packages and delivered separately. This means
you will receive your purchase as quickly as possible. Please check the individual product
descriptions on the website to see delivery speeds for each item.

If you want to order more than one product and Next Day Delivery is not available on each
product, we may not be able to deliver everything next day. To ensure that you get your
Next Day order on time, please place two separate orders.

Out of stock items - If one item is described as "out of stock", please make 2 separate
orders if you require the in-stock items delivered immediately.

Signing for delivery

If the goods are left without a signature, we must be notified of any damages or shortages
within 24 hours of the delivery taking place.

Normally the delivery does not require a signature, however if you would prefer to sign for
your goods then please state this in the "Delivery Instructions" section during the checkout
process when placing your order.

Access difficulties

Orders may be delivered on a lorry. If your premises have any access problems for large
vehicles, please contact us to discuss and
do not just leave a note in the delivery instructions. Otherwise we will assume
that you authorise us to leave your order at our carrier's discretion at a nearby location.

Can I ask for delivery on a specific day?

If you wish to delay delivery until a specific date please contact us first so we can arrange
this for you.

If you refuse to accept an order from our carrier, you may be responsible for any additional
carrier costs, including the cost of returning the items to us. If you are refusing the order
simply because you have changed your mind, you will be responsible for the costs of returning
the goods unless we have given you a cancellation number. If you are refusing the goods
because you believe they are damaged, please contact us urgently and we will advise you
accordingly.

If you've ordered more than one item, please thoroughly check the contents of your delivery
and associated packaging to compare it with our packing note to ensure that all goods have
arrived. You must notify us by email or phone within 24 hours if something hasn't arrived.
Note that if you've ordered more than one item, we may send by separate carriers.

Late deliveries and other problems

We do of course make every effort to ensure that your order will arrive within the delivery
times shown on the website. Unfortunately, on rare occasions this may not always be possible.
Should your order fail to arrive when expected, please contact us immediately and we will
do our best to resolve any problems (please note that our liability does not extend to providing
compensation for late or failed deliveries). We make every reasonable effort to ensure that your
order meets - and hopefully exceeds - your expectations. Of course, in rare cases things can
sometimes go wrong and we will always do everything we can to rectify any problems in a quick
and satisfactory manner. However, please note that we cannot be held responsible for any
resulting additional expense you may incur unless with our prior written agreement.

Occasionally, time delays with "Made to Order" items may occur. We will do our best to get
bespoke orders completed and delivered within the estimated time scale. However, problems
do occasionally arise that cause delays in the manufacture and delivery of "made to order" items.
This does not entitle you to cancel the order, therefore we cannot accept that "time
is of the essence" in "made to order" or "bespoke" situations.

What if I need to cancel my order before it's been despatched?

If you cancel an order before despatch, we will give you a cancellation number which you should
retain in the event of any subsequent query. That number is your proof that you have cancelled
the order in time to prevent it being despatched. If you don't have a cancellation number
and you refuse to accept an order from our carrier that has been correctly supplied, we will
need to deduct the cost of returning the items from any refund that we make.

Can you deliver to a BFPO (British Forces Post Office) address?

Only products that are sent
SAME DAY DESPATCH by First Class Post can be delivered by Royal Mail to a BFPO address.
Any other products cannot be sent to BFPO addresses, but we can deliver them to any alternative
mainland UK address for you.

Swallow Greenhouses - Home Delivery Terms and Conditions

Pay only the first 20% of the greenhouse price when placing your order. You will be contacted by
a Swallow Greenhouses representative to arrange both the remaining payment and delivery within
4-6 weeks.

Massarelli / Henri Water Features - Home Delivery Terms and Conditions

Delivery Criteria

1. Delivery is to the nearest kerbside or hard-standing by a tail lift vehicle
2. Goods cannot be left on a public road or pavement
3. The unloading area must be smooth and level with no slopes, and also be large enough to accept
a heavy goods vehicle
4. Deliveries are made Monday - Friday only, between 8am and 5pm
5. Delivery between 5-7 working days

-Delivery is NOT with a crane lift or Hiab
-Goods are delivered using a tail-lift at the rear of the vehicle with a hand pump truck
-The product cannot be pushed uphill or downhill or on gravel drives or lawns
-Delivery not available for outside UK mainland.

Delivery Arrangements
You will receive a phone call to arrange the delivery between the hours of 8am - 5pm Monday
to Friday, however if an arranged delivery is attempted and there is nobody to provide
a signature, it will be taken back to the depot and re-delivered on another day but will incur
a re-delivery charge which is to be paid direct to the carrier to enable re-delivery of the goods.
If possible it is preferred that you provide a mobile phone number.

Awning Installation Service

The installation service we offer is an introductory service and will be carried
out by a 3rd party installer. Installation is not covered by the manufacturers
warranty.

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How do I notify you that I want to return my goods?

To begin with, first email
returns@primrose.co.uk or use our
standard form,
within 60 days from the day after your order arrived, prior to posting the item back to us.
We will then give you the returns number which will confirm that we have been notified correctly.
This number should be quoted on your returns slip or covering letter when you post the item back to us
- as without this we cannot process your return.

Please make sure that goods arrive back with us undamaged within 14 days of you originally receiving
the returns number. When you return the goods to us we recommend you use a service that
provides you with proof that the goods have been delivered back to us.

We may sometimes ask you to return an item directly to the manufacturer and we will advise you
regarding this when you contact us for the returns number.

Please make sure that the goods arrive back with us undamaged within 14 days of you originally
receiving the returns number.

Your refund will be processed within 14 days of the date on which we receive the items back into our warehouses.
Refunds will be made to the same payment method used to place the original order.

If you think you might want to return any goods, please don't use them outside or test them in a way
that you wouldn't be able to in a shop.
If you handle the goods in any way which you wouldn't otherwise be able to in a shop,
and the goods are devalued as a result, we retain the right to deduct an amount considered equal to the diminished
value of the handled goods from your final refund amount.
If the product is sealed in see-through plastic that allows you to examine the contents as you would in a shop,
please don't open the packaging.
Otherwise, don't hesitate to inspect the goods, but please don't damage or dispose of the packaging until you're
sure you want to keep it.

Very occasionally, and despite the considerable experience of our despatch team and carriers,
items can become damaged in transit.

If you are asked to sign for the goods, please first inspect them to ensure
that they have arrived undamaged. Once you have signed for the goods it may not be possible
to later prove that the damage occurred before they came into your possession.

If the goods are left without a signature, please make sure you contact us within 24 hours
of the delivery taking place to notify us of any damages or shortages.

Damages correctly notified will be replaced free of charge. However, if you choose to cancel
the order at that point rather than accept a free replacement, you must return the goods
to us at your expense.

Faults and warranties

All our products have at least a two year warranty (except in certain circumstances for plants,
bulbs, heating elements and selected greenhouses). Faults are very rare, but if you consider an item
to be faulty please call us immediately as we may be able to help solve the problem over the phone.
If the item needs to be returned for inspection, please check with us first. Faulty items will
be repaired or replaced after the first 30 days from date of receiving your order. Within the
first 30 days you also have the option to have the faulty product refunded.
In the event of a part failing we may choose to replace the faulty part not the whole product.
Please note that we are not responsible for any consequential loss or expenditure incurred as a
result of any fault arising.

Plants: Terms & Conditions

We make every effort to ensure that all our plants are of the highest quality and are fully
inspected prior to dispatch. If however you feel that the plant received is not in reasonable
condition then please contact us immediately. Please bear in mind the following:

All sizes are overall and measurements are approximate although
we do try to ensure they are as accurate as possible.

Is it in season?
Plants will look different depending on the time of year. Out of season plants may be very bare
in winter periods.
The images on the site are generally of a mature plant; what you ordered may have been a plug.
A plug is a developing plant, nurtured through the early growth stages in a small container
of nutrient rich compost/potting soil, ready to be 'plugged' into your garden. Please check
your order confirmation if at all unsure.
It's important that you take an image of the plant as soon as possible so there is no doubt
as to its condition when it was received. We may request the plant is returned to us for further
investigation so we can establish the cause of the problem.

Not planting immediately?
If your plants are to be kept out of the ground for over 24 hours then please bear in mind
they are 'live'. Please ensure you open the packaging, water the plants and expose them to
daylight until you are ready to plant them out.

Greenhouse Guarantee

Most greenhouses come with a minimum 2 year warranty, and some have
even longer warranties as stated on the product pages. This
guarantees your purchase against any manufacturing faults and,
where applicable, also extends to your preferred metal base.